Net Promoter Score (NPS) Explained: Calculation and Benchmarks
NPS measures customer loyalty in a single number from −100 to +100. Here's how to calculate it from promoters and detractors, and what a good score looks like.
What NPS measures
Net Promoter Score (NPS) gauges customer loyalty by asking one question: how likely are you to recommend us? It distils the answers into a single number from −100 to +100. The free NPS Calculator computes it from your response counts.
The three groups
Based on a 0–10 scale:
- Promoters (9–10) — loyal enthusiasts who drive referrals.
- Passives (7–8) — satisfied but unenthusiastic.
- Detractors (0–6) — unhappy customers who can damage your reputation.
The formula
NPS = % promoters − % detractors. Passives count toward the total but not the score. With 60 promoters, 25 passives, and 15 detractors out of 100, NPS = 60 − 15 = +45.
What's a good NPS?
Any positive score means more promoters than detractors. Above +30 is good and above +50 is excellent, though benchmarks vary by industry. Track the trend and follow up with detractors to improve it.
Pair NPS with CSAT for both loyalty and moment-to-moment satisfaction.